by Colin Shaw | Aug 18, 2014 | Blogs, Customer Experience, Social Media
A hotel in Hudson, New York, the Union Street Guest House, will reportedly fine brides $500 for every negative review posted by any of her guests after the event. The amount is deducted from their deposit with the chance to be refunded if the review is taken down....
by Colin Shaw | Jul 8, 2014 | Blogs, Social Media
I have just reached 100,000 followers on LinkedIn. To me this is a significant milestone, one that I worked toward on many a flight and many a late night, sharing my musings on the LinkedIn platform. Both pleased to reach the milestone and humbled by the implied...
by Colin Shaw | Jun 24, 2014 | Blogs, Customer Engagement, Social Media
Social media has emerged as the newest marketing channel for businesses in the past few years. It transformed the way many brands market and how they respond to consumers. But I wonder is it working and do people really engage with it? Forrester’s blogger, Nick Elliot...
![Reverse Showrooming: How Retailers are Using Their Online Presence to Get You Back In Stores]()
by Colin Shaw | Jun 12, 2014 | Social Media
A couple of years ago, the term showrooming was coined to describe the activity of some shoppers who would go to a store to look at a product and then use their mobile device to buy the product online. But today, a new trend called reverse showrooming is emerging,...
by Colin Shaw | Jun 10, 2014 | Blogs, Customer Experience, Customer Satisfaction, Customer Service, Social Media
This post was originally published at http://customerthink.com/study-social-customer-service-not-the-answer-to-consumer-satisfaction/ on May 15, 2014. A new US study by Parature (recently acquired by Microsoft) found social media not a significant factor in customer...
![Reverse Showrooming: How Retailers are Using Their Online Presence to Get You Back In Stores]()
by Colin Shaw | Jun 2, 2014 | Social Media
Personal Engagement: Is Social Media Making Us Anti Social? Usually I talk about the importance of emotional engagement of our customers or our employees. But today, I want to address the importance of emotional engagement of each other. Or rather the lack thereof,...
